So I was in the middle of a consultancy engagement for a UK based multinational bank. I was at one of their operations centres speaking to a second line network support engineer when I asked him, 'how much of your day is spent arguing with the database guys and the apps guys and the server guys about what the root cause of an problem is?' His response was illuminating. 'Welcome to my world,' he said. 'I spend 80% of my day doing just that.' It is also the same answer I always get when I ask that question.

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Two recent customer conversations inspired me to discuss ITIL (IT Infrastructure Library), the main framework of ITSM. For those who are new to ITIL; it is a best practice, based on years' experience and advice from the industry leaders. It has established a “Four P's” approach to ITSM: People, Process, Products and Partners; which I will talk about in this post.

A few weeks back a customer asked me about measuring employee performance. The customer, in IT Services, was going through a major change programme and, understandably, wanted to ascertain that the right people would be chosen for the right roles in the transformation.

With our increasing dependency on online and cloud services, Network and Service outages have started to make big news recently. Most reports state that between 50-80% of outages are due to human error when implementing configuration changes. These figures are easy to understand when you take into account that the exact configuration of any device at any time is rarely known. Well planned changes are being implemented on networks with an unknown configuration state.

Over this really cold weekend my heating broke down. So I woke up wondering why the pre-programmed heating had not turned itself on.

So you have deployed IT Service Management (ITSM) to drive efficiencies to your IT operations √ tick. You have also enabled these processes using ServiceNow, a strategic platform for the future √ tick. You have enabled IT √ tick. But ask yourself this, have you enabled your Business? if so, how?

This week one of our Customers asked us about tools for Facilities Management. The first thing you'd normally think of hearing the word “Facilities” is something related to maintenance or cleaning. It is not necessarily evident what IT Service Management and Facilities Management have in common, and this is why I'd like to share my thoughts on how we tackled the challenge.

MOOG is real and its here to stay. It changes the economics of Event, Incident and Problem Management. Are you willing to set your mind free?

What I think is great about the Innovise blog is that it’s written by professionals with different backgrounds. When I was asked to write my first post, I instantly knew it would be about change management. Not only because I recently read a well-written book about it, but also because change is never finished; and all of us have to manage it one way or the other.